Arleth Vargas
Charlotte
Overview
6
6
years of professional experience
1
1
Certification
Work History
QA Specialist
Figure Lending LLC
06.2024 - Current
- Monitored and assessed inbound and outbound calls to ensure compliance with HELOC regulations and company standards.
- Provided constructive feedback to ocall center agents to enhance performance and customer satisfaction.
- Analyzed calls to identify trends and areas for process improvement.
- Contributed to updating and enhancing Notion pages to improve knowledge of processes.
- Conduct monthly calibration sessions with the QA team to ensure consistency in scoring and evaluation standards.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Customer Service Associate II
Figure Lending
09.2022 - 06.2024
- Maintained detailed notes of customer interactions in accordance with company polices and regulatory guidelines
- Helped large volume of applicants every day with a positive attitude and focus on customer satisfaction
- Guided applicants through the seamless HELOC application process
- Maintained up-to-date knowledge of the HELOC product and any new changes with processes
- Navigated a diverse range of platforms and websites to effectively gather information and maximize productivity
Mortgage Loan Officer
Angel Oak Home Loans
12.2021 - 06.2022
- Guided borrowers through the non-qualified mortgage application process, assessed their financial situation and recommended a suitable loan product
- Provided a clear and accurate explanation of the non-qualified mortgage terms, rates, fees, and repayment options to borrowers, ensuring transparency and compliance with regulatory standards
- Reviewed borrowers documentation, including income verification, tax returns, asset statements, and bank statements, to determine eligibility for non-qualified mortgage products
- Provided borrowers with periodic updates on the loan progression
- Explained very technical financial information to the borrowers in easy to understand language
Mortgage Loan Officer
InterFirst Mortgage
09.2021 - 11.2021
- Benefited from employer-sponsored NMLS(Nationwide Multistate Licensing System) exam preparation program which provided comprehensive study materials and support
- Successfully completed the NMLS exam and obtained licensure as a Mortgage Loan Originator
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Learned and adapted quickly to new technology and software applications
- Utilized CRM software proficiently for tracking leads, organizing client information, and planning follow-up communications
Sales Associate
Boost Mobile
01.2019 - 09.2021
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge
- Engaged with customers to build rapport and loyalty
- Answered customer questions about products and services, helped locate merchandise, and promoted key items
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions
- Handled cash transactions accurately and efficiently, minimizing discrepancies in end-of-day reports
Education
Diploma - undefined
North Lincoln High School
Lincolnton, NC06.2018
Skills
- Call monitoring and evaluation
- Strong Attention to Detail
- Issue Resolution
- Commitment to Continuous Learning
- Effective Time Management
- Continuous Improvement
- Effective Team Collaboration
Certification
Nationwide Multistate Licensing System (NMLS ID:2240300)
Languages
English
Spanish
Timeline
QA Specialist
Figure Lending LLC
06.2024 - Current
Customer Service Associate II
Figure Lending
09.2022 - 06.2024
Mortgage Loan Officer
Angel Oak Home Loans
12.2021 - 06.2022
Mortgage Loan Officer
InterFirst Mortgage
09.2021 - 11.2021
Sales Associate
Boost Mobile
01.2019 - 09.2021
Diploma - undefined
North Lincoln High School
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